Facilities Customer Service Agent
Facilities help-desk Customer Service Agent
Epsom
My client, a facilities management company based in Epsom are seeking a Customer Service Agent to maintain their Facilities help desk that covers 48 sites. This role will be on a temporary to permanent basis, therefore the initial contract will be three months before this role is made permanent.
The successful candidate will be responsible for providing professional and efficient service delivery to internal and external clients within strict SLA time frames. The role will entail the following duties;
• Answer calls within agreed performance measures, ensuring polite and professional telephone manner at all times
• Log each call effectively ensuring correct data is captured and the system reflects up to date customer information
• Build and maintain excellent relationships with colleagues, customer and clients
• Schedule, prioritise and allocate workload to achieve service delivery of engineering resource and subcontractor base
• Accurately Log and manage each issue on company/client management system, timely assign or escalate to relevant Technical Support/Operations Team and always take responsibility for each issue logged
• Arrange appropriate access to the relevant properties in accordance with the agreed sequence of work
• Monitor and manage Work In Progress
• Arrange for the supply of additional/remedial works as required in an efficient, profitable and safe manner
• Maintain accuracy of information
• Plan all work activities to achieve contractually specified time scales
• Maintain accurate record keeping, filing and information systems
• Escalating issues/queries when appropriate
• All complaints to be managed and responded to in accordance with agreed procedures. Escalate to line manager as appropriate
It is essential that the successful candidate adheres to call closure processes and demonstrates excellent communication skills, complying with agreed policy, procedure and working practices, empathising with the customer and responding accordingly. Due to the nature of this role you will be responsible for delivery of services in line with contract KPI’s/SLA’s and will be given ownership and accountability for individual targets and measures.
To be considered for this role, candidates must have experience within a similar position, having providing efficient customer service and managing a busy workload, ideally within the facilities management remit. It is also essential candidates have good IT skills and can use multiple CRM systems.
This role is to start asap and interviews will be held next week, candidates must be immediately available. If you feel you meet the above criteria please contact Sophie Richardson asap on 0208 247 4043 as well as applying for this role on line.
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